Main Responsibilities and Required Skills for Field Service Representative
A Field Service Representative is a professional who provides technical support and repairs to customers in the field, often working on-site at the customer's location. They troubleshoot and repair equipment, install and maintain systems, and provide training and technical support to customers. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Field Service Representatives.
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Main Responsibilities of Field Service Representative
The following list describes the typical responsibilities of a Field Service Representative:
Adhere to
Adhere to account protocols.
Adhere to all Company and federal and state safety regulations.
Adhere to all company policies and procedures.
Adhere to all health and safety rules and procedures.
Adhere to VAF dress code, attendance, and customer relation policies.
Analyze
Analyze and evaluate products and related performance.
Analyze and / or isolate the root cause of issues.
Analyze quality metrics and identify issues and opportunities allowing continuous improvement.
Assist
Assist our customers in the resolution of problems they encounter.
Assist with Spare Parts and other department staff as defined by the Manager, Service.
Attend
Attend grassroots Events / Consumer Tradeshows.
Attend training on BD instruments as requested.
Back-up
Back-up other Service Representatives during heavy workload and when required.
Build
Build collaborative teams.
Communicate
Communicate effectively with internal and external Customers.
Communicate leads to management and sales staff.
Communicate with Rockwell Automation and customer management regarding project details.
Communicate with the most appropriate method to team members and client.
Compile
Compile and release required reports has required by the customer and the program office.
Complete
Complete all administrative requirements of the position within expected time frames.
Complete bi-weekly expense reports and time sheets.
Complete department specific reports via on-line reporting system.
Complete detailed Service Report for the services provided on a daily / weekly basis.
Complete service reports and activities on-site.
Conduct
Conduct factory inspections at CSA authorized factories.
Conduct necropsies on farms and / or submit birds to labs when required.
Conduct regular cycle counts and verify tool calibration.
Conduct training seminars for Field Service Associates and or approved Service Partners.
Consult
Consult and provide subject matter expertise in the acquisition of new equipment.
Consult with engineering personnel to resolve unusual problems in system operation and maintenance.
Contact
Contact other departments to exchange information.
Coordinate
Coordinate service projects including team meetings, schedule and financials as required.
Create
Create appropriate job related purchase orders.
Create paperwork for all scheduled jobs and ensure accuracy prior to use on-site or in the field.
Determine
Determine if sample complies with all applicable standards and Certification report.
Diagnose
Diagnose malfunctions of computers and associated equipment and performs.
Document
Document status of engine prior to transfer back to industry (ERIF).
Educate
Educate and coach Panel Members on proper operation and usage of Nielsen equipment.
Educate end-users on clinical use of installed system prior to use with patients.
Ensure
Ensure alignment of customer objectives with on-site work plan.
Establish
Establish and maintain long term relationships with assigned Nielsen Families / Households.
Establish and maintains equipment records and logs in CBS asset management software.
Execute
Execute and adapt as necessary the maintenance program to ensure optimal equipment availability.
Execute equipment validation protocols for all equipment services program equipment.
Execute service calls on health systems group customer locations as directed by Health Systems team.
Exercise
Exercise patience and professionalism during stressful situations and when dealing with client.
Follow
Follow ATS and customer's plant and safety regulations while at their facility.
Follow customer's plant and safety regulations while at their facility.
Follow through with assignments.
Handle
Handle escalated customer issues.
Identify
Identify areas of inefficiency and develops improvement plans.
Identify and correct hardware failures, software discrepancies, or programming problems.
Identify problems and troubleshoot data / equipment.
Install
Install Nielsen measurement equipment in newly assigned Nielsen Families / Households.
Instruct
Instruct and direct workers in servicing and repairing equipment.
Instruct on proper use regarding applications, operation and maintenance.
Instruct customers on the operation or proper use of equipment.
Insure
Insure paperwork and delivery documents are properly executed.
Interact with
Interact with customers to offer and close the sale of service contracts and other service products.
Interpret
Interpret mechanical, electrical, schematics, and system drawings for troubleshooting and diagnosis.
Investigate
Investigate technical problems, determine root causes, and develop / implement corrective actions.
Keep
Keep track of laboratory consumables and maintain inventory levels.
Lead
Lead and deliver continuous improvement activities within the TPSF.
Lead on-site team and liaison with customer and ATS Project Manager.
Learn
Learn and grow, inwardly and outwardly.
Log
Log all on-site visits & complete all required documentation for tasks performed.
Maintain
Maintain accurate inventory.
Maintain an accurate inventory of equipment, service parts, and tools.
Maintain and record issues in a clear and concise manner using ticketing tool.
Maintain an overview of sentencing decisions made on modules and components.
Maintain a safe work environment.
Maintain a valid passport at all times with flexibility for business travel as assigned.
Maintain computerized asset management database records.
Maintain contact with clients by following up, providing information, and responding to inquiries.
Maintain control of inventory including predetermined level of inventory at each customer location.
Maintain customer records using customer-based automated systems.
Maintain effective customer communications and relations.
Maintain frequent communications with sales to stay abreast of customer needs and sensitivities.
Maintain highest priority on meeting customer expectations.
Maintain Inspection Approval currency and competency on the EJ200 engine.
Maintain on-site Customer Service Logs / Total Maintenance Care books according to STERIS procedures.
Maintain spare parts inventory.
Maintain up to date technical skills on all products including hardware and software.
Make
Make follow-up calls with customer to verify the need for future service calls.
Make decision on parts utilization within pre-approved budget range for the role.
Make sure team is working toward alignment of customers goals.
Manage
Manage a parts inventory and orders parts internally as needed.
Manage assigned customers within territory following established company guidelines.
Manage client services in assigned territory and service clients in timely manner.
Manage expenses and spare parts inventory in a timely and accurate manner.
Manage invoices and SAP procurement processes.
Manage parts return, preventative maintenance and equipment updates.
Manage service requirements in assigned territory and schedules own appointments.
Monitor
Monitor quality control and timeliness of job completion.
Operate
Operate Pallet Jacks, Forklifts, and light delivery vehicles.
Operate RF and information collection devices.
Operate copier / print equipment, mail equipment and software.
Operate office equipment such as calculator, etc..
Participate in
Participate in the establishment, measurement, and achievement of customer satisfaction metrics.
Perform
Perform duties associated with Hazardous Material Control Management.
Perform Initial Factory Evaluations upon request.
Perform operational daily tests (preflight) as required on the flight training devices.
Perform other duties as required.
Perform other related duties as required.
Perform other tasks and duties as assigned by the management.
Perform routine Gas Turbine and ancillary equipment maintenance in line with Technical Publications.
Perform routine monitoring of poultry flock condition prior to loading.
Perform safety audits on customer's equipment.
Perform unscheduled demand maintenance and repairs as directed.
Plan
Plan and prioritize customer visits and activities to do in each account.
Plan driving route to maximize efficiency with each day beginning and ending at hospital.
Present
Present reliability and maintenance reports, analysis results and recommendations to the operator.
Print shipment paperwork and labels and affix to shipments.
Produce
Produce timely and detailed service reports.
Provide
Provide after-hours service / support, where required.
Provide / arrange for customer training as required.
Provide assistance as needed at the FM sites.
Provide data input to applicable databases, as required to maintain accurate record keeping.
Provide effective administration of the order processing and invoice collection.
Provide field-based services for assigned territory and customers.
Provide field technical services to producers for the improvement of bird health.
Provide highly technical remote phone and email support to various customers.
Provide networking and information systems support on training devices and networks.
Provide on-site or on the phone technical assistance to help troubleshoot and repair equipment.
Provide post sale in-servicing on equipment operation and maintenance.
Provide remote or on-site direction and diagnostic assistance to customers.
Provide superior Customer service by pro-actively interacting and communicating with Customers.
Provide technical support and repairs to Medical Imaging / diagnostic equipment.
Provide technical support to customers on proper use of equipment.
Provide telephone support for customers and Field Service Associates.
Reach
Reach with hands and arms.
Recommend
Recommend corrective action and troubleshooting approaches.
Replace
Replace fluid in regulators, etc..
Report
Report and correct abnormal equipment conditions and inaccurate actions by customer staff.
Report progress and escalation of customer queries.
Report technical highlights on a weekly basis to agreed circulation list.
Respond to
Respond to emergency call-outs.
Review
Review inbox for daily work queues, identifies missing evidence, and follows through to completion.
Review open sales orders and closes where appropriate.
Review previous FIR's to determine if previous deviations have been corrected.
Review quality control and testing documentation.
Select
Select representative product samples to audit.
Select representative product samples to audit.
Select the country where you are applying for employment, and review.
Sell
Sell products to locations as allowed by customer agreement.
Sell special programs created and provided by the company.
Set
Set and remove volt meters and makes voltage test.
Show
Show good judgment in keeping expenses within guidelines.
Submit
Submit complete and detailed reports, diagrams, etc., concerning electronic component.
Support
Support an environment conducive to successful team interaction and customer satisfaction.
Support an inclusive and diverse work environment.
Support developing operating and troubleshooting knowledge of the operations team.
Support Q.A. programs and biosecurity protocols.
Take
Take direction from hospital staff.
Train
Train customers and occasionally work colleagues.
Travel
Travel, as required, to meet obligations relative to business and customer requests for service.
Travel to both domestic and international customer locations as required.
Travel to plants and job sites.
Troubleshoot
Troubleshoot electrical control systems and locomotive electrical systems.
Troubleshoot equipment, improve productivity, learn new technologies.
Troubleshoot and diagnose malfunctions to eliminate problem in minimum time.
Troubleshoot issues to determine root cause and identifies possible solutions.
Understand
Understand technology and customer ordering systems.
Update
Update and maintain records daily in accordance with applicable technical directives.
Update CRM and close the Service Activities.
Use
Use effective questioning to identify customer needs.
Use of the company car for business and personal use, mileage needs to be tracked for both.
Use standard written procedures, scripts, and knowledgebase articles to resolve common issues.
Work with
Work cooperatively with hospital staff to achieve common goals.
Work in and around hospital personnel, sensitive medical equipment and patients.
Work on a variety of commercial and technical issues both independently and with a team.
Work with suppliers to resolve technical issues at customers' sites.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Field Service Representative:
Maintenance
Valid Driver's License
Computer Proficiency
Electrical
Hardware
Helicopter Operations
Mechanical Aptitude
Clear Driving Record
MS Office Applications
Time Performing Computer
Most In-demand Soft Skills
The following list describes the most required soft skills of a Field Service Representative:
Written and oral communication skills
Interpersonal skills
Problem-solving attitude
Organizational capacity
Flexible
Professional maturity
Analytical ability
Time-management
Priority management
Collaborate well
Confident demeanor
Consultation
Detail-oriented
Influence and drive customer behavior to and predetermined objective
Reasoning abilities
